TN 14 (05-22)

HI 00930.070 Problem Case Followup Procedures

A. Do Referral to Processing Center (PC)

  •  

    SITUATIONS:

    (1) No final or interim reply received within 30 working days; or (2) MBR is still incorrect 30 working days after date PC took corrective action.

    ACTION:

    Send Followup copy back to the PC. If the PC had advised that corrective action was taken but the MBR is still incorrect, indicate in "Correction Needed" block that PC reply was received but MBR is still wrong. Include current query reply. Allow an additional 30 working days for the Followup to be processed.

B. DO Referral to CMS

  •  

    SITUATIONS:

    (1) No final or interim reply is received within 30 working days; or (2) HI record is still incorrect after date CMS notifies it has been corrected.

    ACTION:

    Send Followup copy back to CMS. If CMS previously advised that corrective action was taken and the HI record is still incorrect, indicate in "Correction Needed" block that BSS reply was received but HI record is still wrong. Include current query reply. Allow an additional 30 working days for the followup to be processed.

C. Misrouted CMS-2178s

  •  

    SITUATION:

    Interim reply indicates case was misrouted and has been referred to proper component (PC or CMS).

    ACTION:

    Allow 30 working days from the date of the interim reply for the proper component to take action on the CMS-2178. If no reply from the component to which the form was referred is received within this timeframe, send Followup Copy. Allow an additional 30 working days for the followup to be processed.

D. Followup with CMS, Associate Regional Administrator for Program Operations

If an interim or final reply is not received within 30 working days of a followup made in accordance with (A), (B) or (C) above, or if the problem is not corrected within 90 calendar days of the initial DO referral, refer the problem by memorandum to CMS, Associate Regional Administrator for Program Operations.

In the memorandum, outline the nature of the problem and DO action taken to correct it. Attach copies of all pertinent material, i.e., SSA-250, CMS-2178, processing center or BSS/CMS replies, as well as a current combined query reply.

NOTE: A current HI/MBR Status Query (HMQ) is one received in the DO no earlier than 10 working days prior to the date of referral to the CMS Regional Office.

The addresses for the CMS, Associate Regional Administrator for Program Operations in each region are:

Region

OPOLE IFM Address

I

OPOLE_IFM_BOS@cms.hhs.gov

John F. Kennedy Federal Bldg.

Room 1301

Boston, MA 02203

II

OPOLE_IFM_NY@cms.hhs.gov

26 Federal Plaza

Room 38-130

New York, NY 10007

III

OPOLE_IFM_PHI@cms.hhs.gov

Public Ledger Building, Suite 216

150 South Independence Mall West

Philadelphia, PA 19106

IV

OPOLE_IFM_ATL_Inq@cms.hhs.gov

CMS

61 Forsyth Street SW

4T20

Atlanta, GA. 30303

V

OPOLE_IFM_CHIKCGP@cms.hhs.gov

233 North Michigan Avenue

Suite 600

 Chicago, IL 60601

VI

OPOLE_IFM_DALDENGP@cms.hhs.gov

CMS

Beneficiary Services Branch

1301 Young St. Room 833

Dallas, TX 75202

VII

OPOLE_IFM_SF@cms.hhs.gov

New Federal Office Bldg.

601 East 12th Street

Room 225

Kansas City, MO 64106

VIII

OPOLE_IFM_DALDENGP@cms.hhs.gov

Social Security Administration

Denver Regional Office

1001 17th Street

Denver, CO 80202

IX

OPOLE_IFM_SF@cms.hhs.gov

CM 100 Van Ness Avenue

20th Floor

San Francisco, CA 94102

X

OPOLE_IFM_SEA@cms.hhs.gov

2901 Third Avenue

Mail Stop 407

Seattle, WA. 98121

 


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0600930070
HI 00930.070 - Problem Case Followup Procedures - 05/19/2022
Batch run: 04/18/2023
Rev:05/19/2022